hotel departments
DESCRIPTION
TRANSCRIPT
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HOTEL DEPARTMENTS
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Classification of Hotel Department
1. Revenue center 2. Cost center department3. Front of the House and Back of the House
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Hotel Departments
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Revenue Center Dept
1. Sales and Marketing 2. Front Office 3. Food & Beverage 4. Gift shop 5. Business Center
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Cost Centers / Support Centers
- Assist function of the revenue centers with no direct income generation.
HRD
Purchasing
Accounting
Engineering
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FRONT OF THE HOUSE
• refers to those departments or areas which are accessible
and visible by guests.
- Front Desk
- Restaurant
- Concierge
- Bell services
Direct contact & interaction with guest
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Back of the House
• refers to those departments or areas which rarely have staff-to-guest interactions.
• Kitchen
• House keeping
• Human Resource
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Activity:
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Department Heads
1. Rooms Division – Resident Manager
2. Food & Bev – F & B Manager
3. Engineering – Chief Engineer
4. Accounting – Chief Accountant & Controller
5. Sale – Sales Director
6. HRD – Personnel Director
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Organization Chart
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ACTIVITY 2: Which department should handle the following situations
ROOMS DIVISION FOOD & BEV ENGINEERING SALES & MKTGSECURITY ACCOUNTINGHUMAN RESOURCE
1. Guest’s missing watch in his room2. A recent arrived guest who needs a room3. A guest who wants to order to room service4. A guest complaining about the room’s air condition that is not
working properly.5. A hotel that is planning an event for club membership to attract
more business.6. A hotel’s Gen.Manager needing to know the report on the hotel’s
revenue for the past 3 months.7. Newly hired hotel personnel undergoing an orientation
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ROOMS DIVISION
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Rooms Division
Front Office Housekeeping Reservations Telephone Uniformed services/concierge
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Front Office
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Considered the nerve center of the hotel. It is a Department that makes the first impression
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4 Primary Activities of the Front Office
1. Check in- Guest are welcomed, registered, assigned accommodation, pick up keys for accommodation.
2. Information- serve the special needs of guest and employees.
3. Check out – guests terminate their status as guest. During check-out, guests surrender keys, verify accuracy of the bills, settle their accounts(cash or credit card)
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Reservation
The reservation arrange accommodation to in Coming guests.Reservation officer should give an exceptional Telephone manners and telemarketing skills
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Role
• Assures guest on the room availability according to their preferred dates and prices.
• Make sure to sell all the rooms each day.
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Sources of Reservations
Travel Agents
Meeting planners
Tour operators
Airport representatives
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Types of Reservation
• Confirmed reservation• Guaranteed reservation• Regular Reservation
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Telephone Exchange• Is a vital part of the smooth running of the hotel. It is also a profit center
area generally add 50% charge to all long distance calls placed from room guest.
• It includes: - In house communication - Pager and radios- Voice mail- Messages- Emergency center
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Uniformed Services
• Door attendants• Bell person• Concierge
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Responsibilities
• Handle and escort guest• Place luggage in the guest room• Explain hotel services• Deliver guest messages• Delivery packages, mail and flowers• Perform other duties
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Concierge
Is a uniformed employee who has his/her own desk in the lobby. The main function is to ensure high degree of guest satisfaction
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Housekeeping
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Housekeeping
• Responsible for the cleaning, appearance and condition of the entire hotel.
• Interior decorating and flower arranging for VIPs
• Laundry works (washing and drying hotel linens.
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Security Dept.
• Responsible for maintaining security alarm systems, implementing procedures on protecting the personal property of guest and employees
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DIRECTION: Get a partner; create a telephone conversation (Script) on room reservation.
Choose only one from the given situation. Situation 1 : A travel agent who wants to book a group tour.
Situation 2 : A newlywed couple who wants to book a room for their honeymoon.
Situation 3 : A family tour with kids, booking room/s for a holiday.
Situation 4 : An executive secretary of a corporation making a reservation for the CEO of her company.
Situation 5 : An FIT booking a room for his/her holiday.
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